If I open a ticket on someones behalf how do I add them as watcher so they get future emails

[Deleted user]

I have a couple tickets that I opened on a customer's behalf, so I am listed as the Reporter. But I want the customer to get future emails regarding the ticket. Is there a way to do that?

I used Service Now previously and was able to add external users as Watchers to a ticket I opened. I'm looking for similar functionality in Jira.

It looks like I can only add people from my company as Reporter or to the Watch list, not people outside my company. When I try to add customer's email I just get No Option.

Any help appreciated!

[Mikael Sandberg]

Hi @[deleted],

Welcome to Atlassian Community!

You should add them as Request Participants, that way they will have access to the request via the portal and will get all the customer notifications. Watchers are internal and will only allow you to add users that have Jira access. 

[Deleted user]

Thx for quick reply! 

I just tried that (ie. pasting an email into that field) and get the same No matches found error. Is this a filter that I need to populate somewhere else? (Sorry, I am brand new to Jira.)

Cheers

Amy

 

[Mikael Sandberg]

Check your Customer permissions settings, you have to allow entering email addresses manually.

[Deleted user]

Ug. I just did that. Refreshed, logged out. Logged back in and same thing. And the customer I'm testing with is a personal email that is listed as a Customer on this project.

What am I missing..GAAAAAAA.

Amy

[Mikael Sandberg]

Check Settings > Products > Customer access to see if you are allowing external customers or not.